Posts Tagged ‘The North Face’
Transition Month
August seems like a transition month. It doesn’t really stand alone as a destination month that we look forward to arriving. Other spring and summer months really carry their own weight (my local geographic region-centric take). April showers and May flowers. Everything about June is great. July being smack dab in the middle of summer and including the U.S. Independence Day makes it the jewel of them all.
Then August arrives and the shortening of days becomes more noticeable and the onset of fall sports training camps begin opening. Everything about the month tends to point toward the arrival of September when sports seasons start and schools begin classes.
Sure, locally grown sweet corn becomes available in August, but we’ve been watching fields growing all summer long so it just doesn’t seem like an exclusively August thing.
Cyndie arrived home yesterday and Asher and I were both thrilled to see her again. She gathered produce from her garden and reported that her trumpet vine is going to flower. Her new pond vacuum arrived so she assembled that and gave our landscape pond a serious going-over.
While she was opening the mail and packages that had accumulated, she noticed one was for me. I hadn’t even looked. It was my tent rainfly from The North Face!
I had received no prior communication from them since sending it off to Texas for assessment. They did what I hoped they would, and what I wouldn’t have been able to achieve if I tried to do it myself. They completely resealed all the seams like new.
The North Face has made me very happy once again. Such incredible support to one of their customers!
It’s got me thinking that August is a really great month after all and deserves to be appreciated on its own merits.
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Returning Again
This saga continues… The replacement rainfly that I was so excited about receiving from The North Face warranty department last year needs to be returned for the same reason I sent back the original rainfly. The seam sealing tape is coming loose.
I used the rainfly for just one week while on the Tour of Minnesota trip in June and discovered a few drips as proof that it leaks.
Not wanting to deal with shipping the rainfly back to face unknown odds of their ability to solve the problem, I pulled it out of storage yesterday to assess how bad the delamination really is. Would it be possible to buy some sealer and brush it on the seams myself?
It didn’t take long to decide I wasn’t up for the challenge. There are just too many places where the original tape has lost contact with the fabric. Also, I’m not certain which version of a seam sealer would match the fabric. Urethane or silicone?
The label on the rainfly says- Fly: 100% Polyester, Canopy: 100% Nylon. Huh? Canopy? I have no idea how to interpret this information.
I sent an email to The North Face warranty department seeking advice, even though it was after hours there. What did I have to lose?
That company impressed me once again. I received a reply 14 minutes later, at 6:12 p.m. from their Customer Care Team. They reminded me that items must be returned for assessment and provided a label for shipping.
I don’t know if they will be able to help me or not since my tent is obsolete, but I’m impressed enough with The North Face to give them another try. It’s my guess that the replacement rainfly they sent me was on a shelf somewhere for nearly as long as I’ve owned this tent. Even though it hadn’t been subject to harsh weather, time alone was tough enough on the materials they use to degrade the adhesive of the sealing tape.
Since the tent is obsolete, I doubt they have any fresh versions of this rainfly laying around in their warehouse. And since they didn’t see fit to reapply seam sealant to the original rainfly I returned, I am suspicious about the likelihood of them deciding to do so on this one.
I’ll give them another chance, just in case I’m wrong. It buys me more time to kick and scream against solving my problems by simply purchasing a new tent that was manufactured in this century.
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Corporate Contrast
While attempting to make some really delicious pumpkin fudge last week, Cyndie was aghast to discover that the weight of Nestle white chocolate chips did not equal the 12 ounces marked on the package. After pouring out two packets and placing them on the scale, she was 4 ounces short of the required amount for her recipe.
That just wouldn’t do.
It is rare that I see my lovely wife get particularly worked up over relatively minor issues, but this fall fudge recipe is not one to be careless with when it comes to portions. With an uncharacteristic furor, Cyndie fussed and fumed over the need to interrupt her baking for a trip to the nearest grocery store to get more white chocolate chips.
Next thing I know, I hear her talking to someone. She had called Nestle Customer Service to lodge a complaint!
This was getting serious. First, they told her that 10 oz. is the size they package. That didn’t fit any logic for a package clearly labeled 12 oz. Then they admonished her when she admitted the package had a “best by” date of September. She was given the option of receiving some coupons in the mail in compensation for her suffering.
The two new 12 oz. packages she purchased to finish making the fudge weighed in at 10 oz. and 11 oz.
Who knew a corporation might play fast and loose with rules?
Contrast Cyndie’s customer service experience with mine as I sought assistance from The North Face for my beloved Rock 22 tent.
I bought it so long ago that I can’t remember how old it is now, but I’d guess it’s been 10-15 years. The elastic cord in the tent poles wore out years ago and some of the fittings where the sections connect started sliding down into the tube. I shipped the two poles to The North Face warranty department and swiftly received a brand new pair of poles in replacement.
This past summer I survived two major thunderstorms inside that tent and my two-year-old patch of waterproof tape held up fine on the rainfly. Unfortunately though, one clip and a large length of seam sealing tape delaminated to an extent beyond my ability to salvage.
I figured it was time to buy a new tent but decided there was enough life left in the rest of the old Rock 22 to see if The North Face might be able to help me out. In a phone call with a real person in Customer Service, I was informed I could drop off my flysheet at their store in the Mall of America and they would send it to the warranty department in Texas for analysis.
Yesterday, Fed Ex delivered a brand new replacement rain fly for a tent that is so old it is no longer being made. No questions asked.
I rarely like to boast of fanatic loyalty to a corporation for its products but I will be hard pressed to ever feel The North Face is not worthy of whatever price they charge for their tents.
Whatever they cost, I suspect the Nestle white chocolate chips are overpriced.
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Relative Something 